Dear Elaine,
We sincerely apologize for the unfortunate experience you encountered during your recent tour with us. We deeply regret the inconvenience and disappointment caused by the mix-up in your booking, which ultimately resulted in you missing your friend's wedding event.
Your frustration is completely justified, and we take full responsibility for the oversight that occurred. Placing you on a full day tour instead of the express tour.
However, we'd like to clarify that the full day tour is not cheaper. Additionally, we want to address your concern about returning to the resort in a timely manner. We did offered you a solution with a taxi service free of charge to allow you to reach your hotel on time however you declined the offer.
We have been in constant communication with you by the Viator chat system and our guide who was constantly assisting you during the day.
We understand that the late return to your hotel cannot undo the disappointment you experienced, and we are truly sorry for that. While we deeply regret this incident, we hope you might consider giving us another chance in the future. It would be our privilege to provide you with a seamless and enjoyable experience that truly reflects the level of service we aim to offer.
Thank you for sharing your feedback, and we appreciate your understanding.
Best regards,